I booked a flight that I subsequently had to amend. I had already paid Opodo for the flexible ticket option yet changing my flight and getting my money back has proved to be impossible and extremely inconvenient “by design” (for example, the only way of doing so is by phoning customer services and waiting for a rather lengthy amount of time each time to speak to a customer representative). 19th Jul 2021: I phone customer services to change the dates of my booking but I am told I have to make a new booking (not change via the opodo website) and then claim my money back retrospectively. I go ahead and do that but when I ask for a confirmation of refund I do not get anything back in writing. I am told the refund will be processed shortly. 21st Jul 2021: I phone customer services back and I am reassured I will get a refund shortly as well as an email confirming this. 26th Jul 2021: I have yet to receive my money back (or at least a notification of refund). I call back and I am reassured by customer services I will get my money back within 2 weeks. 19th Aug 2021: I have yet to receive my money back (or a notification of refund). Instead I see a charge in my bank account for an Opodo Prime membership (54 euros) despite having cancelled it. I call customer services back and I am now told that the refund will not be paid before the airline first pays Opodo back. This is the FIRST time I am told that the refund is not coming any time soon or that I will have to wait until that point. Had I known I would have obviously chosen to book directly with the airline and buy a flexi ticket with them. In addition, I ask why I have yet to receive a notification of refund and I am told that this is because I phoned a “recorded line” and that they are unable to send emails. Clearly not good enough! I can only assume this is a typical experience for Opodo customers and indeed the outcome of systemic lack of customer care (to put it very mildly) and complacency within the organization.